Standard: Tenant Satisfaction Measures – Technical requirements

The Regulator of Social Housing has updated its Tenant Satisfaction Measures (TSMs) technical requirements, which set out the standards all registered providers of social housing in England must follow when collecting and reporting tenant satisfaction data. These measures aim to enhance transparency and accountability in social housing by ensuring consistent reporting on key aspects of landlord performance, from repairs and safety to complaints handling and tenant engagement.

Overview of Tenant Satisfaction Measures and Their Purpose

Tenant Satisfaction Measures form a core set of performance indicators that registered providers must calculate and publish annually. They cover a wide range of tenant experience areas, including overall satisfaction, repairs, safety, communication, and how landlords handle complaints and anti-social behaviour. The TSMs are designed to provide tenants with clearer insight into their landlord’s performance and to enable the Regulator to assess compliance with consumer standards.

These measures are divided into two categories: those derived from tenant perception surveys and those generated from management information. Providers are required to follow detailed technical specifications to ensure consistency and comparability of data across the sector. The updated technical requirements also reflect recent regulatory changes, such as the introduction of Awaab’s Law and the 2024 Housing Ombudsman Service’s Complaints Handling Code.

Scope and Reporting Requirements for Registered Providers

All registered providers owning relevant social housing stock in England must report on the full set of TSMs annually. The measures apply to two main stock types: Low Cost Rental Accommodation (LCRA) and Low Cost Home Ownership (LCHO), with specific guidance on how to report each depending on the provider’s portfolio size. Providers with 1,000 or more dwelling units must report separately for LCRA and LCHO stock, while smaller providers have more flexibility in how they report.

Reporting must be done on a registered group basis where applicable, meaning parent companies consolidate data from subsidiaries. Providers must use precise definitions for dwelling units, which include self-contained homes and bedspaces in non-self-contained housing, and must ensure that ownership is clearly attributed to avoid duplication. Reporting years typically run from 1 April to 31 March, although smaller providers may align reporting with their financial year if preferred.

Detailed Technical Specifications for Each Measure

The technical requirements provide explicit instructions on how to calculate each TSM. For tenant perception measures, providers must use prescribed survey questions and response options to ensure data integrity and comparability. For example, overall satisfaction (TP01) is calculated by combining the proportion of tenants who report being ‘very satisfied’ or ‘fairly satisfied’ with their landlord’s service.

Management information measures cover areas such as the number of complaints per 1,000 homes, the proportion of repairs completed within target timescales, and compliance with safety checks including gas, fire, asbestos, water, lift, and electrical safety. Providers must adhere to statutory obligations and ensure that all relevant checks are completed and recorded accurately at year-end. The introduction of the BS06 Electrical Safety Checks measure in June 2026 reflects ongoing regulatory developments in building safety.

Data Protection, Confidentiality, and Accuracy Responsibilities

Providers must comply with data protection laws throughout the collection, processing, and publication of TSM data. Protecting tenant confidentiality is essential to encourage honest feedback and maintain trust. Smaller providers, in particular, are advised to take proportionate steps to avoid compromising tenant anonymity when publishing results.

Responsibility for the accuracy of reported TSMs lies with the governing bodies of providers. Boards and governing bodies must ensure that data is calculated in line with regulatory standards and reflects true performance. This accountability supports the overall aim of transparency and effective tenant scrutiny of landlord services.

What this means for landlords

Landlords operating social housing in England should be aware that compliance with the updated Tenant Satisfaction Measures technical requirements is mandatory. This involves not only conducting tenant surveys using the specified questions and methodologies but also maintaining robust management information systems to track repairs, complaints, and safety compliance accurately. Ensuring data quality and timely reporting is critical to meet regulatory expectations and support tenant confidence.

Landlords should also consider the implications of the new electrical safety checks measure and the clarified approach to categorising repairs under Awaab’s Law. These changes may require adjustments to internal processes and record-keeping to demonstrate compliance. Furthermore, landlords must be mindful of data protection obligations and take steps to safeguard tenant confidentiality, particularly when dealing with smaller tenant populations.

What TLA members should consider

• Review and update tenant survey processes to align with the prescribed question wording and response options outlined in the Tenant Satisfaction Measures: Tenant Survey Requirements.
• Ensure management information systems capture all relevant data for repairs, complaints, anti-social behaviour, and safety checks, including the new electrical safety checks measure (BS06).
• Establish clear governance arrangements to verify the accuracy and completeness of TSM data before publication, with oversight from boards or governing bodies.
• Adopt a consistent reporting year, preferably 1 April to 31 March, or align with financial years for smaller providers, and maintain this consistently to support trend analysis.
• Implement robust data protection policies and anonymisation techniques to protect tenant confidentiality, especially for providers with smaller housing stock.
• Stay informed about regulatory updates affecting TSMs, including changes to complaints handling codes and building safety legislation, to ensure ongoing compliance.

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